Manager, IT Operations

Manager, IT Operations

Location: GREEN BAY, WI, US

Position Overview: Under limited supervision, manages IT Operations and the help desk support team and provides user support for computer systems and application software. As a liaison between the IT team and business partners, excels in leading IT Operations, and help desk support processes that heavily rely on ticketing system, documentation, and communication procedures.

Key Responsibilities:

• Responsible for maintaining daily IT Operations, including system monitoring, defining, and maintaining operating procedures, implementing new technologies and processes to improve efficiency and productivity.
• Leading and monitoring team performance, conducting performance evaluations, mentoring, training, and developing feedback reports.
• Participates with the VP, Information Technology in the strategic planning process to develop goals and coordinate activities between all other functional areas.
• Responsible for monitoring key system performance metrics. Creates, assigns, and manages support issues in the IT ticketing system; monitors and/or escalates tickets ensuring any company-critical event-based system issues are resolved in a timely manner to minimize business or customer impact.
• Communicating with business partners and providing in-person and phone support for Imperial business systems and user applications if required. Asks questions of end users and explores complexity of issue/problem to better understand and properly prioritize the inquiry. Communicating with parent company technical partners on issue resolution including security threat detection and vulnerability patching. Troubleshooting and resolving technical issues.

Required Skills:

• Excellent leadership and people management skills, strong technical background, excellent analytical and troubleshooting skills paying close attention to detail, great communication skills, both written and verbal, ability to multitask and set priority based on customer impact while working in a fast-paced environment, ability to work efficiently, under limited supervision, while collaborating as part of a larger team, flexible and able to accept changes in priorities as necessary, ability to take ownership of issues and demonstrate follow through to resolution meeting or exceeding customer expectations, experience with typical support tools such as ticketing systems, desktop/server remote access technologies, documentation management systems, ability to write and maintain process and end user documentation.

Minimum Education and Experience: Bachelor's degree in computer science, information technology, or a related field and 3-5 years' experience in an IT operations support position. Computer knowledge including hardware/software (Microsoft Windows and Office applications) and networking.